Imagine this: you are sending your child to school on a typical workday and you collide with another vehicle. Aside from the safety of everyone, you immediately wonder how to get assistance and if your insurance will cover the cost of the accident.
Amidst this chaos, most of us would not know what to do or who to contact – the most logical would be your insurer. An insurance accident claim process can be a very labor-intensive and stressful process. In rendering assistance, the customer service agent will give you a fixed set of leading questions such as the condition of the vehicle, your location, troubleshooting, etc. They will also explain your entitlements, and despatch suitable assistance to help you during this unfortunate situation. This entire process is very time consuming, frustrating, and expensive.
Finding the nearest available tow truck or technician and dispatching them to the incident locations is an on-going challenge due to the limited visibility on fleet availability and also manual and labor-intensive process, let alone if the incident is in a remote location.
Here lies the challenge. How can technology help in simplifying manual and complicated processes to improve the overall experience of the customers, contact center, and also the tow truck provider – at a much-improved cost and efficiency level?
With QuickAssist, the average time taken for each reported accident or breakdown was reduced from an average of 3 hours to under an hour. This translates into productivity gain and cost-saving – with a more efficient workflow process for customer service agents, tow truck providers, and customers.
After the implementation of the QuickAssist system, the client saw an increase in satisfaction and/or brand awareness from the customers, tow truck providers, and customer service agents.
When this project was initially forecasted by Teneo, it was estimated to take six months to develop and implement their real-time claim tracking system. By using Vantiq’s low-code development tools the project was designed and deployed in less than 3 months.